Test
Chapter 14 - Services marketing
Preguntas del test (10)
1Which of the following is NOT a reason to encourage dissatisfied customers to complain?
- AHandling complaints is time consuming
- BEffective service recovery can increase customer perceived value.
- CComplaints alert companies to deficiencies in organisational processes.
- DComplaints provide free feedback.
- ECompanies are given the opportunity to salvage the relationship.
2A restaurant that wants to improve service quality is looking for a relatively easy approach to monitoring how long customers wait to be seated. Which of the following methods would best meet that objective?
- APareto analysis
- BFishbone diagrams
- CHybrid complaint-handling model
- DBlueprinting
- EControl charts
3There are a few options open to customers when they are unhappy with the service they received, including some form of public action. Which of the following may NOT be a public action option?
- AComplain to business or private agencies
- BComplain to government agencies
- CTake legal action to obtain redress
- DSeek redress directly from business firm
- ESeek redress directly from government
4All of the following are reasons for Asian customers NOT to complain when they face a service failure except the:
- Aconcept of jai yen (cool heart) which is manifested by a reluctance to over-react in situations that Western people might find stressful
- Bfear of negative consequences or retaliation from the service employees
- Cteaching of tolerance in Asian societies where Buddhism is the predominant religion
- Dpotential loss of face by the service employees
- Econcept of kreng jai which is manifested by a reluctance to disturb others, restraining one's anger or frustration, avoiding asserting one's needs or opinions, and a reluctance to voice complaints or displeasure
5Which of the following may NOT be a true statement?
- AWhen the problem is perceived as a matter under the control of the customer, the complaint behaviour increases.
- BDuring service encounters, when something unexpected happens consumers spontaneously infer or attribute blame.
- CWhen the problem is perceived as a matter under the control of the firm, the complaint behaviour increases.
- DWesterners typically underestimate situation conditions as a cause for a person’s behaviour.
6n answering the question ‘How satisfied are you after you have made a complaint?’ the most common response is:
- Ararely
- Bsometimes
- Cnever
- Dalways
7In a service failure situation in a hotel/resort setting, South-East Asian consumers were found to be more satisfied than their Australian counterparts with recovery efforts of the hotel/resort in the following instances EXCEPT:
- Aan explanation of the cause of the service failure was given
- Bthey were kept regularly informed of what was being done to resolve the problem
- Can apology came from a person of senior status
- Dthe recovery was initiated by the hotel/resort
- Ewho to blame for the service failure was known to the consumers
8While there are some cultural differences between Asian and Western consumers, their reactions to complaints resolutions:
- Avary very little between cultures
- Bare markedly different between cultures
- Care the same between both cultures
- Dare inconsistent between cultures
9All of the following should be part of an effective complaint handling process EXCEPT:
- Aconsidering compensation
- Bgiving customers the benefit of the doubt
- Censuring social justice
- Dapologising but not being defensive
10Which of the following is NOT part of Lovelock’s extended fishbone framework?
- AFacilities and equipment
- BProcedures
- CProfit and loss
- DFront stage and backstage personnel
- EMaterials and supplies
Información
- Descripción
- Chapter 14 - Services marketing
- Autor
- Lorisse Bazley
- Idioma
- English
- Visitas
- 145
- Etiquetas
- Valoración
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